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In this blog, we'll discuss the what is considered a support vs. a consulting request according to SAP (reference: KBA 2706322).

What is considered an SAP Support Request?

SAP Support agrees to handle problem incidents in accordance with Cloud maintenance agreements in the following scenarios:
      1. If there is an error in the software or SAP provided Best Practice configuration or with expert configuration done by SAP as requested by the customer;
      2. An error in the software causes subsequent errors or SAP provided Best Practice configuration causes subsequent errors;
      3. Standard product functions have incorrect or missing documentation.

What is considered a Consulting Request (requires Professional Services)?

The following cases are classified as consulting requests and should not be raised via a Support incident. This includes inquiries concerning:

  1. Advice or assistance relating to configuration, business process analysis, or implementation specific to the customer’s unique environment or already documented in Product Guides
  2. 'How-To' questions seeking assistance with documented features
  3. Assistance with customization of the core product, core functionality and/or problems or errors caused by customization that has been implemented or completed by customers or partners.

For help with configuration, how-to, and implementation issues, please visit the appropriate self-service resources as follows:

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0067739  Priority of problem incidents

Alternately, you may engage your SAP Account Executive or Customer Engagement Executive about Professional Services options, or about engaging an SAP Authorized Partner like AltaFlux to assist. Should you have a consulting request, we'd be happy to discuss your needs. Please contact us to schedule a time to chat with one of our experts.

SAP SuccessFactors Support